Frequently Asked Questions

Frequently Asked Questions

How do I order from the TUSTING website?
Simply follow the steps on the screen. You can add the items you require to your Shopping Basket and when you have finished shopping, move on to the Checkout where your details and method of payment will be recorded. You can check the Shopping Basket at any time to check what you have chosen, without disrupting your sale.

Supposing I live outside the UK?
We have many customers who live outside the UK and are experienced in sending orders to all parts of the world. If you are unsure about the price of items in your local currency, please either use the currency convertor on the site or e-mail us with the details of your order and we will calculate the accurate price in your own currency before accepting the order. All transactions are still actually made in Sterling however, so very slight variations in the amount you pay may occur, due to the inherent delays in bank processing. For customers shipping to destinations outside of the European Union, British VAT is deducted.

What about Delivery Charges?
Delivery charges are per order and vary according to destination. Please visit our Delivery Details page for more information.

What about Tariffs & Taxes?For countries outside the EC, purchasers are responsible for duties and/or taxes levied at the point of entry into the destination country. A commercial invoice is provided with all goods shipped.

How do I pay for my order?
We can only accept payment by Visa or Mastercard Credit Card from customers outside the UK, or additionally by Debit Card from within the UK. Transactions are conducted via our Secure Server. This means your card details are encrypted before being sent to us and fully protects any confidential information from prying eyes.

Please note that neither Credit nor Debit Card transactions are processed until we have dispatched your order in full, unless your order is a bespoke one, in which case we will take payment as your order is put into work.

Is my payment safe?
Yes. All transactions to the TUSTING website are encrypted to a Secure Server before being sent to us. We use the universally recognised PayPal payment gateway for maximum protection.

How do I get a receipt?
We send a receipt for all orders except those sent to third parties as Gifts. In these cases, we send a separate receipt direct to the purchaser.

How is my order sent to me?
Parcels are sent by our courier service, and will always require a signature on delivery. Very small items may be sent by post.

When will my order be sent to me?
We will always try to dispatch your goods within 48 hours of receipt of order, assuming we have the item/s in stock. Delivery to UK addresses is usually the next day and overseas addresses between 2 to 5 days later. Please allow more time for delivery at busy periods like Christmas. If your item is not in stock, we will send you an email with the expected delivery date.

Where is my order now?
We will endeavour to keep you fully informed as to the whereabouts of your order, before and after dispatch. However, if you ever require any further information or assistance, please use our Contact Us page with your name and post-code or zip-code, and we will reply with details of the dispatch date plus any other relevant information as soon as possible for you.

What do I do about goods I don’t want?
Please see our full, no-quibble Returns Policy.

How do I return unwanted goods?
Simply send the goods back to us with the packing note we sent you – we will then be able to refund you correctly.

How do I make a complaint?
In the event that you have a complaint, please e-mail us at [email protected] with the details and we will investigate the matter for you. We endeavour to respond to all complaints within 5 working days.

How do I contact you?
The easiest way is to use our Contact Us form. Alternatively, you can e-mail us at [email protected] or write, phone or fax us at the address below.

Who and where is TUSTING?
TUSTING is operated by JRTusting & Co Ltd, a UK company registered under British Law at

Is my information safe with you?
Absolutely. Please refer to our Privacy Statement for more information.

Customer Service Helpline
If you would like to contact us at TUSTING, our telephone number 01234 712266 (from outside UK +44 1 234 712266) is open 9am to 5pm GMT on weekdays. Call charges are at regular tariffs.